Return and refund policy

Return and refund policy

At Handpanas, your satisfaction is our priority. If, despite all the care taken in preparing your order, you receive a defective product, we have a simple and quick procedure in place for returns and refunds.

Return period
You have 30 days from the date of receipt of your order to report a defective product and request a return. After this period, we will unfortunately no longer be able to accept return requests.

Conditions for accepting returns
The product must be returned in its original box and packaging with all accessories, if applicable. The product must not have been used in any way that would have aggravated the defect.
If these conditions are not met, we reserve the right to refuse the return or to apply a deduction to the refund.

Return procedure
To request a return, contact our customer service department by email or phone to report the product defect. We will then send you a prepaid return label to affix to your package. Simply drop off the package at the designated collection point or post office. Upon receipt by our team, an inspection will be carried out to confirm the reported defect.

Return shipping costs
Return shipping costs are fully covered by Handpanas. You won't have to pay anything upfront since the label provided is prepaid.

Refund
Once the product has been received and inspected, the refund will be processed within 7 business days. It will be credited directly to the bank account used for the initial payment. You will receive a confirmation email as soon as the refund has been initiated.

Customer service
Available Monday to Saturday from 9:00 AM to 6:00 PM
Email: contact@handpanas.com

Legal information
Trade name: Handpanas
Postal address: Rue du Rhône 30, 1204 Geneva, Switzerland